Great Brand, shocking after sales service - EPIC FAIL

My TV has not been working for almost 2 weeks. Monday, 11 days ago, I called Samsung to request a technician to come and collect my TV to check it out. They insisted on a serial number. The TV is too big for me to lift off the wall and I am guessing that the serial number is exactly in the same place where the mounting is... On Tuesday, I called Samsung and the consultant asked me for my invoice information (when i confirmed that I could not take the TV off the wall myself) and he confirmed that should be sufficient to be able to send out a technician. On Wednesday, someone new called me and said that the serial number was missing and they could not send out a consultant but said that maybe if I sent a WhatsApp picture of my invoice, maybe this would be sufficient. I did this promptly. On Thursday, someone phoned me to ask me for the picture of the invoice and I confirmed I had uploaded it to the WhatsApp number provided. On Monday, I got an SMS confirming that my repair was in PROGRESS, but seeing that my television is still on the wall in my lounge, I mailed the ZA Service mailbox and reported that the TV hadn't been collected and that it was NOT possible for the repair to be in progress. I got a return mail on the same day confirming that my request had been escalated... that was 3 days ago... 11 days and waiting